# Generative AI for service desk to accelerate IT service delivery

![Generative AI for service desk](https://www.manageengine.com/images/service-desk/generative-ai.png)

Empower your workforce to achieve more while GenAI does the heavy lifting, both tactical and strategic.

Zia, ManageEngine's AI powerhouse, generates workflows, summaries, post-incident reviews, code snippets, replies, notes, resolutions, KB articles, and so much more. The result? You get to accelerate your work like never before!

## Exponential productivity, powered by GenAI

![AI powered conversations](https://cdn.manageengine.com/products/service-desk/ai/images/ai-powered-conversations.png)

- Pick and choose the LLM.
- Build ITSM workflows in seconds.
- Generate resolutions and KB articles.
- Discover private and public knowledge.
- Summarize email responses, notes, and resolutions.
- Craft content for replies, descriptions, and notes.
- Generate code for bespoke automations.

## Bring the power of GenAI to your service desk

ServiceDesk Plus delivers a range of AI capabilities designed to improve efficiency, communication, and service experiences, while offering the flexibility to choose between Zia LLM, ChatGPT, Azure OpenAI, and Google AI Studio. From helping technicians swiftly generate resolutions and replies to enabling process owners to build workflows and develop low-code scripts, Zia accomplishes your service desk goals in seconds with simple prompts.

## Go from blueprints to workflows in seconds; Zia is now your personal workflow expert

Process owners need not spend hours ideating, building, and refining ITSM workflows. Simply describe or show what you are aiming to achieve, and Ask Zia builds the relevant workflows out for you in real time. It also highlights incomplete nodes and auto-fixes them, summarizes workflows, and explains how it all works.

![Zia personal workflow expert](https://cdn.manageengine.com/products/service-desk/ai/images/personal-workflow-expert.gif)

## Put your preferred GenAI model(s) on the job

Choose between Zia LLM, ManageEngine's native enterprise LLM, or public LLMs like ChatGPT, Azure OpenAI, and Google AI Studio. You can even select different AI providers for every GenAI-powered capability depending on your unique needs. Zia LLM runs on ManageEngine data centers, so your prompts, data, and the generated responses never leave our servers.

![GenAI model preference](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/genai-model-preference.png)

## Remove the guesswork from problem management with Zia's probable root cause analysis

Root cause analysis does not have to be a separate task. As part of the problem workflow, Zia can now automatically analyze problem details, associated incidents, and conversation data to draft the most probable root cause with corrective and preventive actions. Technicians can then quickly review and refine the analysis. This capability is available as a [free extension in the ManageEngine Marketplace](https://marketplace.manageengine.com/app/sdp/rca-by-zia-for-servicedesk-plus-cloud).

![Probable root cause analysis in a problem workflow showing sequence of events & contributing factors](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/probable-root-cause-analysis-problem-workflow.png)

## Instantly generate resolutions and knowledge artifacts

Zia can generate resolutions from ticket conversations or resolutions from similar tickets in the past.  
Technicians can also generate structured, ready-to-use solutions with title, content, and keywords, and add them to the native KB.

![Ticket resolution assist](https://cdn.manageengine.com/products/service-desk/ai/images/ticket-resolution-assist.png)

![Solution generator in Zia](https://cdn.manageengine.com/products/service-desk/ai/images/solution-generator-in-zia.png)

## Let Zia draft comprehensive post-incident reviews while your team focuses on root cause investigations

Zia can draft post-incident reviews by going through ticket conversations and notes to generate a structured summary of the incident. Technicians can review the summary, including the symptoms, root cause, impact, and diagnostic steps, and edit the details as needed. This capability is available as a [free extension in the ManageEngine Marketplace](https://marketplace.manageengine.com/app/sdp/post-incident-review-by-zia-for-manageengine-servicedesk-plus).

![Post incident review by Zia](https://cdn.manageengine.com/products/service-desk/ai/images/post-incident-review-by-zia.png)

## Deflect tickets by delivering contextual solution recommendations within Ask Zia or when creating tickets

Zia can generate knowledge excerpts with citations to KB articles through retrieval-augmented generation and generate summaries in response to queries within the Ask Zia conversational virtual agent or when creating tickets.

![Zia solution recommendation](https://cdn.manageengine.com/products/service-desk/ai/images/zia-solution-recommendation.png)

![Suggested IT solution by Zia](https://cdn.manageengine.com/products/service-desk/ai/images/suggested-solution-by-zia.png)

## Get up to speed with instant request summaries

![Conversation summary by Zia](https://www.manageengine.com/products/service-desk/ai/images/conversation-summary-by-zia.jpg)

Zia can quickly generate concise summaries of conversations, providing instant context for faster decision-making. With the ability to regenerate summaries as new information is added, technicians always have the most up-to-date overview of each request.

## Give your technicians a personal writing assistant

![AI text assistance](https://cdn.manageengine.com/products/service-desk/ai/images/ai-text-assistance.png)

Compose clearly and concisely across tickets and ITSM practices. Zia empowers technicians to draft replies, notes, resolutions, and descriptions or even generate checklists with natural language prompts. Additionally, the Zia Reply Assist feature helps generate tailored responses to ticket conversations, ensuring each response is perfectly suited to the situation.

## Detect and automate asset acknowledgments from email replies

![Asset acknowledgment](https://cdn.manageengine.com/products/service-desk/ai/images/asset-acknowledgment.png)

Let users acknowledge asset receipts and approve requests by simply replying to the notification emails from ServiceDesk Plus. Zia, through the selected GenAI model, will intelligently detect the intent from email replies and automatically apply the intended action within ServiceDesk Plus.

## Prompt and generate low-code custom functions and custom scripts

Deploy bespoke, low-code automations faster with the Zia Code Generator for custom functions and custom scripts. Key in your prompt detailing the actions you desire and let Zia generate a custom function for a bespoke automation or a custom script (JavaScript snippets) for template-level customizations.

![Custom functions](https://cdn.manageengine.com/products/service-desk/ai/images/custom-functions.png)

![Generate low-code Custom Functions](https://cdn.manageengine.com/products/service-desk/ai/images/generate-low-code-custom-functions.png)

## Analyze usage statistics and keep tabs on token consumption

Gain insights into your ChatGPT, Azure OpenAI, or Google AI Studio usage by analyzing the number of times users have accessed the GenAI capabilities via the integration and keep token consumption in check.

![AI usage statistics](https://cdn.manageengine.com/products/service-desk/ai/images/ai-usage-statistics.png)

## Frequently asked questions

### 1. What is GenAI, and how can it help in ITSM?

GenAI is a type of AI that can create text, images, audio, video, and even code in a novel fashion, i.e., it does not rely on predefined rules to generate content but rather uses advanced, deep learning models. In ITSM, GenAI helps technicians, end users, and process owners cut down on the time spent on daily work, such as drafting replies, searching the KB, and authoring solution articles.

### 2. How is GenAI different from AI?

AI is simply a broad term that can be applied to any system that exhibits intelligent behavior and automatically performs a function which would have otherwise required a human to act on it. GenAI is a subset of AI where advanced GenAI models generate multi-modal content, be it text, images, videos, code, or even 3D renderings, which mimic human-generated content.

### 3. What are the GenAI capabilities in ServiceDesk Plus?

Here's a list of all the GenAI capabilities in ServiceDesk Plus:

- **Workflow Assist:** Generate and optimize workflows in seconds.
- **Reply Assist:** Generate and refine contextual replies for ticket conversations.
- **Text Assist:** Generate content for rich text fields like descriptions.
- **Resolution Assist:** Generate resolutions from ticket conversations or past resolutions.
- **Conversation Summary:** Summarize ticket conversations, notes, descriptions, etc.
- **Solution Generator:** Draft solution articles for the KB with prompts.
- **Ask Questions:** Run searches through public LLMs or Zia LLM for answers.
- **Solution Assist:** Retrieve solution articles in a summarized form with citations.
- **Code Generator:** Extend application capabilities by generating scripts.
- **Request Auto Approval:** Approve requests by letting Zia interpret email replies.
- **Asset Acknowledgement:** Acknowledge asset receipts through email replies.
- **Microsoft Teams:** Ask questions in the Teams chatbot and get AI-powered responses.

### 4. What is Zia LLM and how secure is it?

Zia LLM is ManageEngine's native, enterprise GenAI model (based on open-source models like Llama and Qwen) that can be utilized by customers at no additional cost. It is one among three LLMs that can be used to fuel the GenAI capabilities in ServiceDesk Plus. We don't use customer data to train or fine-tune Zia LLM. This way, we ensure the highest standards of data privacy that have come to define ManageEngine's business philosophy.

### 5. Does ServiceDesk Plus integrate with third-party LLMs?

ServiceDesk Plus integrates with OpenAI ChatGPT, Microsoft Azure OpenAI, and Google AI Studio using a bring-your-own-key (BYOK) model. BYOK requires you to obtain the relevant API keys from third-party LLM service providers and use them for LLM integration with ServiceDesk Plus. Please check the data privacy notice of the selected LLM service provider for their terms and conditions before enabling the integration.